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FAQs

Delivery & Returns

Delivery

  1. Do you ship outside New Zealand?
    No, we do not.
  2. What are the delivery charges:
    All orders are delivered Freight Free within New Zealand.
  3. How long will my order take to arrive?
    Generally, allow 3-4 business days for delivery. Rural and some residential areas may need an additional day.
  4. How will I know my order is on its way?
    When your order has been dispatched, you will receive an email with a tracking number to track the package.You can track your order by going to the CourierPost website: https://www.courierpost.co.nz/track/track-and-trace
  5. Can you deliver to a PO BOX?
    Unfortunately, no, a physical address is required.
  6. Is a signature required for delivery?
    Yes, all packages require a signature.
  7. Which Courier company do you use?
    CourierPost

Returns

Do you accept returns?
Items in original unmarked packaging can be returned to us within 30 days of receipt.

How do I return my items?

  1. Please email info@tomsnz.co.nz for a free courier label.
  2. Download and fill in our returns form here, include it in the package.
  3. Send the package to:

    TOMS NZ ONLINE RETURNS
    24 Heather St
    Parnell
    Auckland 1052

What are the requirements for returned products?

  1. The goods need to be in its original condition, including packaging. Pack the item(s) carefully so that it will not be damaged during the shipping process.
  2. Proof of purchase is required (either the packing slip which came in the original box or a copy of the email receipt).

What about the Consumer Guarantees Act 1993?
The Consumer Guarantees Act sets out minimum standards for goods sold. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or refund.

What about the Fair Trading Act 1986?
The Fair Trading Act is designed to protect the customer being mislead, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

PAYMENT METHODS

We Accept

  • Visa
  • MasterCard
  • Other payments methods supported through Payment Express
We do not accept checks or cash at this time.

SIZE & PRODUCT GUIDE

What size should I order?
TOMS® Shoes run true to US sizing and are available in medium width only. We recommend ordering the size you normally wear in a casual or dress shoe. If you're typically in-between shoe sizes, we recommend going with the smaller one since TOMS® will stretch slightly as they're broken in.

Will my TOMS® Shoes stretch?
Your TOMS® Shoes will most likely stretch slightly with use. They should fit snugly out of the box with your toes touching the end. After a few hours of wearing, they will likely stretch slightly to conform to your feet. If you are unsure whether or not they will fit, please try your TOMS® on a carpeted surface to see how they stretch as we do not accept returns on shoes that show any wear or use.

Check out our size guide

What type of material does TOMS® use for its insoles?
All styles, with the exception of our core alpargatas, utilize insoles made of microfiber, textile, faux shearling or other materials. Our core alpargatas include leather insoles made of pig suede. When TOMS sell shoes within the Middle East market, TOMS ensures that insoles are utilizing non-pig suede material.

How do I determine the length for replacement shoelaces?
The best way to determine your TOMS shoelaces size is to measure the length of the shoelaces you are replacing. If you are unable to measure the old shoelaces you want to replace, please refer to the shoelace size chart below. Your correct TOMS shoelaces length is determined by how many pairs of eyelets (or holes) your shoes have.

How do men’s shoe sizes compare to womens?
When converting to men's shoe sizes from women's, we suggest you go down 1.5 sizes. For example, a women's shoe size 8.5 is roughly equivalent to a men's shoe size 7. Keep in mind that men's shoes run slightly wider than women's shoes.

How do youth’s shoe sizes compare to womens?
When converting from women's shoe sizes to youth, we suggest you go down two sizes. For example, women's shoe size 5 is similar in fit to a youth 3. Also you can reference the youth sizing chart above for centimeter conversions.

How does TOMS® work with its manufacturers to adhere to human rights standards? Where are TOMS® Shoes manufactured?
Corporate responsibility is very important to us at TOMS®. To help our manufacturers adhere to human rights standards, we've developed a comprehensive Supplier Code of Conduct and work through our internal team and respected third parties to meet such standards. For more information on our comprehensive program, please visit our Corporate Responsibility page.

GENERAL TOMS QUESTIONS

  1. How was TOMS® started?
    TOMS® was founded in 2006 by Blake Mycoskie, who was inspired by a trip to Argentina where he saw extreme poverty and health conditions, as well as children walking without shoes. TOMS® was founded on a simple premise: With every pair purchased, TOMS® gives a pair of new shoes to a child in need. One for One®. To learn more, visit our Company Overview.
  2. Is TOMS® a non-profit organization?
    TOMS® is a for-profit company with giving at its core. With our One for One® mission, TOMS® transforms our customers into benefactors, which allows us to grow truly sustainable giving efforts rather than depending on fundraising for support. This model has enabled us to give more shoes at a rapid rate and created thousands of customer-philanthropists along the way.
  3. Who is TOM?
    There is no "Tom." Our name comes from the abbreviation of "Shoes for Tomorrow". The original idea was for every pair purchased today a new pair of shoes will be given tomorrow. This is how the One for One® Movement was born.
  4. How does TOMS® give the matched pairs?
    With every pair you purchase, TOMS® will give a pair of new shoes to a child in need. One for One®. Using the purchasing power of individuals to benefit the greater good is what we're all about. To learn more on how and where we give, visit our One for One® section.
  5. My TOMS® shoes/eyewear/bags are defective. What should I do?
    If the TOMS® shoes, eyewear or bags you purchased from a TOMS website or TOMS retail store are damaged or otherwise show material or manufacturing defects, please Contact Us via telephone or email.